Bill Price was Amazon’s first global vice president of customer service and has more than 35 years’ experience advising and directing major operations in more than 160 leading companies. David Jaffe is the founder and co-owner of LimeBridge Australia, which specializes in improving customer experience and operations within large companies. They are the co-authors of the bestseller The Best Service Is No Service, Your Customer Rules!, and The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. Learn more at frictionlessorg.com.
Many (or most) of the interactions customers have with companies today are filled with nerve-grating friction—which leads to share-price-sinking defection. Ending that is a win-win for shareholders and customers. Here's how to do it.
After four months of continuous decline, our CEO Confidence Index jumped this month, as CEOs report early indications that by this time next year, the country will be in a recovery. “Business is picking up, and our clients are looking beyond 2023.”
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